CX Tech Support Leader

What we do We are a global tech solutions company that believes Collaboration Betters The World . Leveraging strategy, technology, and design, we partner with organizations worldwide to offer comprehensive solutions from idea conception to product realization. We work with people around the globe to advise, build, run, and support the creation of products with purpose. What We Are Looking For We are looking for a dedicated and experienced Level 1 Support Leader to guide, mentor, and manage our team of Support Analysts. This team is the first point of contact for clients using our sophisticated fintech platform. The ideal candidate will be a strong leader with a deep understanding of help desk operations in a technical, fast-paced environment. You will be responsible for overseeing the day-to-day activities of the support team, ensuring performance targets are met, and driving initiatives to enhance the overall quality, security, and efficiency of our support services. Key Responsibilities: Team Leadership & Development: Lead, mentor, and develop a team of Level 1 Support Analysts, fostering a collaborative and high-performance culture focused on resolving complex technical and financial application issues. Performance Management: Define, monitor, and report on key performance indicators (KPIs) and Service Level Agreements (SLAs) to ensure the team consistently meets and exceeds performance targets in a high-stakes environment. Data Analysis & Reporting: Analyze help desk metrics to identify trends, root causes of issues within the platform, and areas for improvement. Prepare and present regular performance reports to IT and Product leadership. Knowledge Management: Oversee the development and maintenance of support documentation, including detailed knowledge base articles, troubleshooting guides for financial software features, and standard operating procedures (SOPs). Workflow Optimization: Manage team schedules, daily workflows, and ticket queues to ensure optimal coverage, balanced workloads, and efficient resolution of time-sensitive client inquiries. Escalation Management: Act as the primary point of escalation for complex or sensitive customer issues, particularly those with potential financial implications. Utilize strong conflict resolution and de-escalation skills to ensure client trust and satisfaction. Continuous Improvement: Proactively identify and implement improvements to the support process, tooling, and overall customer experience. Champion new initiatives and best practices within the team. Required Skills and Qualifications: 3-5+ years of progressive experience in a technical support, service desk, or help desk environment, preferably within a fintech, financial services, or SaaS company. A minimum of 1-2 years of experience in a team lead, supervisor, or management role. Exceptional level of spoken and written English proficiency, with the ability to communicate complex technical concepts clearly to a diverse client base. Proven expertise in help desk operations, including a deep understanding of Service Level Agreements (SLAs) and key performance indicators (KPIs) like First Response Time, Average Resolution Time, and Customer Satisfaction (CSAT). Demonstrated experience with reporting and analyzing help desk metrics to drive decision-making. Strong ability to develop, implement, and maintain high-quality support documentation for a technical product. Experience managing team schedules, complex workflows, and ticket queues. Advanced conflict resolution and customer de-escalation skills with a track record of successfully managing challenging customer interactions. A continuous improvement mindset with experience implementing enhancements to support processes and tools. ITIL v3 or v4 Certification. What Will Make You Stand Out (Preferred Qualifications): Direct experience supporting financial software, trading platforms, payment systems, or other fintech products. A foundational understanding of financial concepts or markets. Experience working in a regulated environment and an understanding of compliance standards relevant to the financial industry. Bachelor's degree in Information Technology, Business, Finance, or a related field. We offer Competitive Salary. Language courses. Sodexo card. Health and life insurance. Being part of a global team. Continuing education opportunities. Virtual company events each month. Multicultural and inclusive work environment. Career development and professional growth opportunities. Paid Time Off (vacation, sick leave, maternity and paternity leave, COL holidays). #J-18808-Ljbffr